Introduction to Quality Management

Introduction To Quality Management : Introduction To Quality Management By: Sami Khan Quality Specialist KAUH

Contents : Introduction To Quality Management 2 Sami Khan Contents Presentation objectives Definitions Quality Pioneers Cost of quality Define your customer What is quality after all?

Objective : Objective

Presentation Objectives : Introduction To Quality Management 4 Sami Khan Presentation Objectives To understand totally what the quality management concept by giving brief definitions presenting the cost of quality and how we can define our customer. Describe how improving quality will change the way of your organization function.

Definitions : Definitions

Quality : Introduction To Quality Management 6 Sami Khan Quality Achievement of a predetermined standard or target Concerning client requirements in the determination of such a target or standard Everybody has a responsibility for quality, from National down to individual level ”?? ???? ??? ??? ??? ????? ???? ?? ?????“

Quality Assurance (QA) : Introduction To Quality Management 7 Sami Khan Quality Assurance (QA) The process of evaluating overall project performance on a regular basis to provide confidence that the project will satisfy the relevant quality standards

Quality Assurance (QA) : Introduction To Quality Management 8 Sami Khan Quality Assurance (QA) Step by step focuses on the way we work, our activities, and processes of health care delivery. It is a process focus system. Quality Assurance is known in laboratory as “the Total Quality Control” (TQC).

Quality Control (QC) : Introduction To Quality Management 9 Sami Khan Quality Control (QC) The protocol and materials that are necessary for an analyte to assess whether the method is working properly and patient test results can be reported. We need QC to have a meaningful result.

External Quality Assessment : Introduction To Quality Management 10 Sami Khan External Quality Assessment External Quality Assessment EQA is known also as Proficiency Testing (PT). External Unknown sample are tested then sent back to its external reference for performance evaluation.

Continuous Quality Improvement : Introduction To Quality Management 11 Sami Khan Continuous Quality Improvement Focuses on making an entire system's outcomes better by constantly adjusting and improving the system itself, instead of searching out and getting rid of "bad apples"

Total Quality Management (TQM) : Introduction To Quality Management 12 Sami Khan Total Quality Management (TQM) Total Quality Management (TQM) is a customer driven management philosophy, which with determination sets up a culture where processes are routinely completed correctly and all relationships are successful.

Total Quality Management (TQM) : Introduction To Quality Management 13 Sami Khan Total Quality Management (TQM) It focuses on problem prevention instead of problem correction. TQM is completely achieved when we Do the Right thing Right from the First time and Every time.

What Are Quality System Essentials? : Introduction To Quality Management 14 Sami Khan What Are Quality System Essentials? The 12 quality system essentials (QSEs) are: Organization Personnel Equipment Purchasing and Inventory Process control Documents and records

What is QSE: : Introduction To Quality Management 15 Sami Khan What is QSE: QSEs: (continued) Information management Occurrence management Assessment Process improvement Service and satisfaction and Facilities and safety.

Six Sigma Management (6s) : Introduction To Quality Management 16 Sami Khan Six Sigma Management (6s) A smarter way to manage business or department. It puts the customer first and uses facts and data to drive better solution. It refers to a business philosophy of focusing on continuous improvement by understanding customers’ needs, analyzing business processes, and instituting proper measurement methods.

Six Sigma Management (6s) : Introduction To Quality Management 17 Sami Khan Six Sigma Management (6s) Furthermore, it is a methodology that an organization uses to insure that it is improving its key processes. Six sigma correspond to being 99.9997% defect free. Six sigma effort target three main areas: Improving customer satisfaction Reducing cycle time Reducing defects

Quality Pioneers : Quality Pioneers

Quality Pioneers : Introduction To Quality Management 19 Sami Khan Quality Pioneers Shewhart (Statistical QC Chart) 1924 (PDCA Methodology) 1931

Quality Pioneers : Introduction To Quality Management 20 Sami Khan Quality Pioneers Deming (14 Rules of Management) & (PDSA Cycle) 1950s Juran (Quality Management Triology) 1960s

Quality Pioneers : Introduction To Quality Management 21 Sami Khan Quality Pioneers S. Levey and E.R. Jennings (Use QC Chart in clinical labs) 1950 Westgard (Quality Control Multi-rules) 1970s

Quality Pioneers : Introduction To Quality Management 22 Sami Khan Quality Pioneers Crosby (Quality is Free) 1970s Ishikawa [Cause & Effect (Fishbone)]1980

Cost Of Quality : Cost Of Quality

The Cost of Quality : Introduction To Quality Management 24 Sami Khan The Cost of Quality Anytime the wrong things are done or things are done wrong, there are costs to the healthcare organization. These costs include waste, scheduling delays , rework, unnecessary overtime and job dissatisfaction.

The Cost of Quality : Introduction To Quality Management 25 Sami Khan The Cost of Quality In healthcare organizations, problems that go undetected can have devastating effects, involving more than just time or money. The cost may well be the quality of life or the termination of life.

The 1 – 10 – 100 Rule : Introduction To Quality Management 26 Sami Khan The 1 – 10 – 100 Rule 1.0 Catching and fixing problems in your work area. 10 Catching and fixing problems after they have left your work area. 100 Repairing the damage from problems that affect patients or other external customers. 1 10 100

How To Reduce The Quality Cost : Introduction To Quality Management 27 Sami Khan How To Reduce The Quality Cost Recognize the cost to your organization of not doing quality work. Breakdown the cost of quality into two categories: Necessary costs Avoidable costs Estimate the cost of quality for your work.

How To Reduce The Quality Cost : Introduction To Quality Management 28 Sami Khan How To Reduce The Quality Cost Plan how you will handle and eliminate your avoidable costs of quality. Everyone is responsible for reducing the avoidable costs of quality and improving organizational quality. Reducing the avoidable cost of quality can be achieved by: Doing the Right Things Right the first time and every time.

How Quality Pays Off in Organization : Introduction To Quality Management 29 Sami Khan Total Cost of Quality Failure Failure Inspection Prevention Inspection Prevention Total Cost of Quality Before the Quality Improvement Process As a result of The Quality Improvement Process How Quality Pays Off in Organization

Define Your Customer : Define Your Customer

Define Your Customers : Introduction To Quality Management 31 Sami Khan Define Your Customers Use three simple questions to help build positive working relationships with your patients and other customers. Use PRIDE concept elements to guide the development of customer supplier agreement. Understand how results measures enable you to verify and control the output of your work process

Define Your Customers : Introduction To Quality Management 32 Sami Khan Define Your Customers All work is a process in which employees are both customers of and suppliers to one another. You are a customer when you get material, information or services from others in your organization of from an outside source.

Define Your Customers : Introduction To Quality Management 33 Sami Khan Define Your Customers You are a supplier when you provide material, information or services to others in your organization or to external customers. As a customer, the material, information and services you receive from others are inputs.

Define Your Customers : Introduction To Quality Management 34 Sami Khan Define Your Customers As a supplier, the material, information and services you provide to others are outputs. When you are doing right things right, you add value to the inputs you handle.

Define Your Customers : Introduction To Quality Management 35 Sami Khan Define Your Customers Customers and suppliers exchange information about their requirements and provide each other with feedback on whether or not the requirements have been met and how to meet those requirements.

Supplier Customer Chain : Introduction To Quality Management 36 Sami Khan S C Work Place C S Supplier Customer Chain

Example Of A Customer Supplier Chain : Introduction To Quality Management 37 Sami Khan PROCESSING OF ACCOUNTS PAYABLE Fills out purchase order Places order Compares purchase order with shipping list Issue check Receives check Check Purchase order Purchase order Payment authorization C C C S S S Vendor Finance Accounts Payable Purchasing Department Requirements and feedback Requirements and feedback Requirements and feedback Requirements and feedback Example Of A Customer Supplier Chain

The PRIDE Concept : Introduction To Quality Management 38 Sami Khan The PRIDE Concept Product of Service Is it what my customer needs? Does it do what my customer wants? Relationship Do we trust each other?

The PRIDE Concept : Introduction To Quality Management 39 Sami Khan The PRIDE Concept Integrity Can I provide the support that my customer needs? If requirements are not met what will I do? Delivery Do I ensure that the product or service is delivered on time to the right person or location? Do I see that it arrives in usable form?

The PRIDE Concept : Introduction To Quality Management 40 Sami Khan The PRIDE Concept Expense Does the patient or other customer believe that the product or service is a good value? Is the product or service affordable?

FOCUS-PDCA Methodology : FOCUS-PDCA Methodology

FOCUS-PDCA Methodology : Introduction To Quality Management 42 Sami Khan FOCUS-PDCA Methodology FOCUS Find - an opportunity for improvement Organize- a team Clarify- The current process Understand- the resources of the problem and the process variation Select- The improvement

FOCUS-PDCA Methodology : Introduction To Quality Management 43 Sami Khan FOCUS-PDCA Methodology PDCA Plan Do Check Act

What Is Quality After All? : What Is Quality After All?

What Is Quality After All? : Introduction To Quality Management 45 Sami Khan What Is Quality After All? Quality is consistent conformance to customer needs and expectations. Quality is customer defined. Quality means doing right things right. In high quality healthcare organization, everyone must be responsible for strengthening the pillar of Quality.

What Is Quality After All? : Introduction To Quality Management 46 Sami Khan What Is Quality After All? The five pillars that support quality in a healthcare organization are: Patient/Customer Focus, Total Involvement, Measurement, Systematic Support and Continuous Improvement.

Summary : Summary

We have Reviewed : Introduction To Quality Management 48 Sami Khan We have Reviewed The essential concepts of the Quality Management. Some quality pioneers. How it will cost your organization if not doing quality work. Defining your customers FOCUS-PDCA methodology Finally understand what quality is after all.

Always Remember: : Introduction To Quality Management 49 Sami Khan Always Remember: We can change our work toward a higher quality all the time and always A small area quality affects the entire organization ??????? ?? ????? ???? ?????? ????? ”?? ??? ??? ????“ – ???? ?? ??? ??? ????? ????? ????? ?? ??? ??????? ??? ?????? ??? ?????

Thank You : Introduction To Quality Management 50 Sami Khan Thank You Sami Khan November 2008 ksa_kauh@yahoo.com